Quality Assurance Policy & Procedure

1. Feedback and Surveys
2. Improvements
3. Management Meetings
Document Control


This policy and procedure ensures that GLOBAL TRAINING ACADEMY has an effective quality assurance approach and systematically evaluates the services it provides to implement ongoing and continuous improvement.

This ensures compliance with Clauses 2.1, 2.2 and 6.5 of the Standards.


The Act means the National Vocational Education and Training Regulator Act 2011

ASQA means Australian Skills Quality Authority, the national VET regulator and the RTO’s registering body

Data Provision Requirements is the legislative instrument which is a subsection of the Act

Quality Indicators means Learner engagement and Employer Satisfaction data as outlined in the Data Provision Requirements 2012

RTO means Registered Training Organisation

Standards means the Standards for Registered Training Organisations (RTOs) 2015


    • Is committed to ensuring the quality of services provided across of all of its operations – this includes training and assessment services, student support, customer service and effective management of the business and its staff. This also includes to ensuring the quality of any services provided on ASSET GROUP TRAINING’s behalf by third parties.
    • Ensures that effective systems, policies, procedures and resources are in place to ensure the quality delivery of all services.
  2. As an RTO, GLOBAL TRAINING ACADEMY IS required to comply with the requirements of the VET Quality Framework and the Standards for RTOs. Regular internal audits are scheduled to ensure ongoing compliance with these requirements and monitor quality delivery. Refer to the VET Regulation and Legislation Policy and Procedure.
  3. Systematic continuous improvement is a fundamental component of the quality assurance approach used by GLOBAL TRAINING ACADEMY.
  4. Opportunities for improvement will be identified through the following mechanisms:
    • Regular feedback is collected from students, staff, industry and employers on a regular basis and data gathered is collated and analysed.
    • Complaints and appeals will be reviewed to identify root causes of the incidents and identify areas that need improving to prevent recurrence.
    • Data from Quality Indicator Surveys provided to students and employers.
    • The outcomes of internal audits.
    • Management meetings held by the Global Training Academy will be used as an opportunity for managers to identify areas that require improvement from their experience.
    • Outcomes of assessment validation meetings will identify areas where assessment and training practices can be improved.
  5. Improvements will be recorded and acted upon on a continual basis to ensure GLOBAL TRAINING ACADEMY IS responsive to areas that require improvement.

1. Procedures

      • Feedback and Surveys

Refer Standard 2 – Clause 2.2



A. Collect student feedback from classes

  • At the end of each class, provide each student with a Feedback Survey.
  • The survey is optional however all students should be encouraged to hand back a completed survey.
  • Submit returned surveys to office for collation.
  • Note: you may adjust these sections accordingly to suit your delivery model and delete them as relevant. E.g. You may wish to collect feedback at every class but not at the end of each unit/cluster. Or you may not collect feedback at every class – it may be the last class of each month, or you might just collect it at the last class of a unit/cluster.  Decide on a strategy that suits GLOBAL TRAINING ACADEMY. You should ensure you collect feedback at various points throughout a course.
GM, Trainer/Assessor
B. Collect student feedback at the end of each unit/cluster

  • At the end of each unit/cluster, provide the Unit/Cluster Feedback Survey to all students.  This will be provided at the last class for the cluster/unit, once assessment has occurred, during the visit, or submitted upon submission of an assessment. (Choose appropriate option or change to reflect when this will be provided for students.)
  • The survey is optional however all students should be encouraged to hand back a completed survey.
  • Submit returned surveys to office for collation.  (You may change this to the trainer/assessor collating them first or another process. Update accordingly.)
GM, Trainer/Assessor
C. Collect Quality Indicator Surveys from students – Learner Engagement

  • The Quality Indicator Survey will be provided to students at Insert time – end of course, midpoint of course, etc.
  • Encourage all students to complete the survey as GLOBAL TRAINING ACADEMY IS required to collect responses from at least 50% of students.
  • Students should hand in completed surveys at the class.
  • Provide completed surveys to the office for collation.
GM, GM, GM, GM, GM,Trainer/Assessor
D. Collect Quality Indicator Surveys from workplaces – Employer Satisfaction

  • The Quality Indicator Survey will be provided to employers at Insert time – end of course, midpoint of course, etc.
  • Encourage all workplaces to complete the survey as GLOBAL TRAINING ACADEMY is required to collect responses from at least 50% of employers.
  • Students should hand in completed surveys at the class.
  • Provide completed surveys to the office for collation.
  • Note: Take this section out if Employers are not involved in training.
GM, Trainer/Assessor
E. Collect exit surveys from students and workplaces upon course completion

  • At the final class or visit/end of course, provide students with a Student Exit Survey. All students should be encouraged to complete and return the survey.
  • At the final workplace visit, provide employers with the Employer Exit Survey. Employers should be encouraged to complete and return the surveys. Take this out if Employers are not involved in training.
GM, Trainer/Assessor
F. Collect feedback from staff

  • Request for all trainers and assessors to complete a Trainer/Assessor Feedback Form at least twice annually – this asks a range of questions on training and assessment practices.
  • Other staff are asked to provide formal and informal feedback at any time by discussing feedback with their manager, or to make improvement suggestions, by filling in an Improvement Suggestion Form.
CEO, GM  Trainer/assessors and other staff
G. Collate surveys using relevant collation tool

  • Throughout the year, completed surveys will be returned.
  • They should be collated using the relevant collation tool quarterly/bi-annually for any surveys received during the preceding period, or at the end of a cluster/ unit/ class-group for a certain cohort.
  • Collate each different type of survey separately.
  • Use the collated data to identify areas that show weakness, and/or require improvement.
  • A summary of the collation should be recorded on the Feedback Register.
  • Bring completed analysis to the next management meeting to discuss. This will include making a plan for implementing identified improvements and discussing all feedback received.
H. Feedback Register

  • The Feedback Register is used to record the feedback received by the RTO where there is no other suitable place for it to be recorded. For example information received during a complaint or appeal (which may be considered feedback) will go on the Complaints and Appeals Register. Feedback that prompts an improvement item will go on the Continuous Improvement Register. General feedback which may be positive or negative that doesn’t require action can be recorded on the Feedback Register.
  • The Feedback Register will be reviewed at each management meeting for discussion and reflection on how the organisation can learn from the feedback.

2. Improvements

Refer Standard 1 – Clause 1.9, Standard 2 – Clause 2.2 and Standard 6 – Clause 6.5.



A. Continuous Improvement Register

  • The Continuous Improvement Register is a master list of all the improvement suggestions identified and acted upon by the GLOBAL TRAINING ACADEMY.
  • Improvements identified through feedback and surveys, quality indicator data, management meetings, informal suggestions, assessment validation and complaints and appeals will be recorded on the register.
  • The register should be updated regularly with any improvement suggestions made through formal and informal streams – such as Suggestion for Improvement Forms, surveys etc.
  • At each management meeting the register will be reviewed.
  • A plan will be put in place for implementing improvements during the meeting.
  • Management meetings will also be used as an opportunity to identify improvements made that may not have been recorded on the register.
  • The plan should be recorded on the register and items marked as complete once the improvement has been made.
B. Complaints and appeals

  • In line with the Complaints and Appeals Policy and Procedure, complaints and appeals incidents should be used as an opportunity to identify areas for improvement.
  • Each complaint and/or appeal will be discussed at management meetings to identify root causes and identify areas in which GLOBAL TRAINING ACADEMY can improve and learn from the incident to prevent recurrence.
  • Assessment validation
  • The outcomes of validation sessions will be used as an opportunity to make improvements to training and assessment systems and practices. Actions identified during assessment validation should be documented on the Continuous Improvement Register and discussed at the next management meeting.  Refer to the Assessment Validation Policy and Procedure.
GM/ Trainer and Assessor

3. Management Meetings

This section is strongly recommended for good practice but may be removed if desired. It does not have any direct link to the Standards.

Procedure Responsibility
D. Schedule dates annually

  • At the commencement of each year, set dates for the management meetings.
  • Invite all members of the management team to attend.
  • Managers who have conflicting appointments should notify the meeting organiser as soon as possible.
E. Prepare agenda

  • At least 1 week prior to each meeting, develop the agenda.
  • Use the Management Meeting Agenda Template to prepare the agenda and it includes standing agenda items which are to be included at each meeting.
  • Standing agenda items are:
    • Review of last meeting minutes – have all items been actioned?
    • Recent feedback received – collated surveys, feedback register etc
    • Complaints and appeals – discussion of any recent complaints or appeals
    • Recent assessment validation
    • Continuous improvement
    • Recent or upcoming changes in legislation and VET regulations
    • Monitoring of changes to business or operations to inform ASQA about
    • Financial performance
  • Agenda is to be approved by the CEO prior to circulation.
  • Circulate the agenda to all managers along with any relevant attachments and reading material at least 2 days prior to the meeting.
  • Keep a copy of the agenda.
F. Record the meeting minutes

  • Record names of all people who attended the meeting and any apologies.
  • Record a brief summary of key discussions, all decisions and any actions agreed upon during the meeting.
  • The CEO is to approve the final copy of the minutes prior to circulation.
  • The minutes with any attachments relevant to the meeting are to be circulated to all members of management team within 1 week of the meeting.
  • Management meeting minutes must be saved.
G. Follow up on actions from management meetings

  • Ensure items in minutes are followed up accordingly. Tasks that arise out of the management meeting should be communicated to relevant people by the relevant manager.
  • Registers should be updated accordingly.

Document Control

Document No. & Name: CG3_Quality Assurance P&P
Quality Area: CG Corporate Governance
Status: Approved
Approved By: CEO, Global Training Academy
Approval Date:


Review Date: One year after approval
Standards: Clause 1.9 of Standard 1, Clauses 2.1 and 2.2 of Standard 2, and Clause 6.5 of Standard 6.